This toolkit is intended to help state agencies create easy-to-use online applications that eligible people can use to start the certification process for the Special Supplemental Nutrition Program for Women, Infants, and Children (WIC). Whether a state agency chooses to start with a simple contact form or build a robust online application, this toolkit can help. It includes tested language and tips for everything from income eligibility to voter registration. State agencies that don’t have an online application yet will find tips on how to get started. And state agencies that do will find tested language in English and Spanish that they can use to make their applications more clear to applicants.
Online applications reduce administrative burden. They enable eligible people to start the WIC certification process anytime from a location and device of their choice. With online options for starting the WIC process, busy families don't have to find time during business hours to call a clinic. And staff can spend more appointment time getting to know new WIC families and providing services rather than collecting data.
The model online application in this toolkit includes some questions from the certification appointment, but not all. The questions in the model application do not fully assess eligibility. Therefore, state agencies that use recommendations from this model application will need to direct WIC staff to follow up on certification requirements, as appropriate, and obtain and save required documentation. We plan to conduct more research to better understand the feasibility of including all certification questions in an online application.
Model WIC Online Application
The model WIC online application shows the sections that an online application may include. The model application recommends language and question order and provides tips for customization. State agencies can use all or part of the model application to create or update your forms.
The model application includes the following sections:
- Section 1: Introduce the application - Tells applicants what information they’ll need to fill out the application and what to expect after they submit.
- Section 2: Check eligibility - Lets applicants check their likely eligibility for WIC in as few questions as possible.
- Section 3: Collect contact information - Collects contact information in as few questions as possible so that WIC clinics can contact applicants to schedule an appointment or reach out with other next steps.
- Section 4: Collect other information ahead of an appointment - This optional section asks applicants to share their race and ethnicity and if they want to register to vote, eliminating the need to handle these sensitive questions during the appointment.
- Section 5: Review and submit - Lets applicants review their answers and fix any errors before they submit the form.
- Section 6: Confirmation - Lets applicants know their submission worked. This is also an opportunity to help them understand what to expect next.
- Other examples - Describes best practices on how to help applicants recover from form errors and when to use modals (also called pop-ups).
Best Practice Articles
These articles will provide support as state agencies develop or revise their online applications. The articles focus on topics that were identified through research with WIC state agencies.
- Features to consider when building WIC online applications - Look for features that allow for accessibility, flexibility in editing, security, and analytics.
- Getting started with creating a WIC online application - Consider starting small and iterating over time.
- How to ask sensitive questions during WIC certification - Ask questions in a friendly and inclusive way to reduce barriers to enrollment and improve the applicant experience.
About
USDA is working to modernize the WIC program to streamline processes, use technology to increase efficiency, and reduce burden. We created this toolkit with 18F, a digital agency in the General Services Administration. The toolkit uses best practices in user-centered design, plain language, and website accessibility. Many state agencies already use these practices and their work inspired this toolkit.
User research with state and local agencies as well as WIC-eligible members of the public helped inform the toolkit. They provided feedback about how to make this toolkit easy to use and responsive to state and local agency processes. Improvements to the toolkit were based on their feedback.
The design and code of the website is largely based on the U.S. Web Design System (USWDS)— a toolkit of principles, guidance, and code that makes it easier to build accessible, mobile-friendly government websites.
Help improve this toolkit: State agencies may share questions or feedback about this toolkit with their FNS regional office contacts.